Internal Notes

Internal notes let you communicate with your team about a ticket without the customer seeing it. Use notes to share context, ask questions, or document decisions.

What Are Internal Notes?

Internal notes are private comments visible only to your team. They appear in the ticket timeline with a distinct style so you can easily tell them apart from customer messages.

Internal notes are NOT sent to the customer.

When to Use Internal Notes

When you know something about the customer or issue that teammates should know:

"This customer has been having issues for a few weeks. They're getting frustrated, so let's prioritize a resolution."

Ask for Help

When you need input from a colleague:

"@maria - can you take a look at this? I think it's related to the API changes you made last week."

Document Decisions

When you make a decision that might need explanation later:

"Issuing a 50% refund per our policy for service disruptions. Customer was affected for 3 days."

Log Investigation Steps

When troubleshooting a complex issue:

"Checked their account settings - everything looks normal. Reviewing server logs next."

Handoff Information

When passing a ticket to someone else:

"I'm out tomorrow. Taking over: the customer is waiting for our dev team to deploy a fix. Follow up with @dev-team if no update by EOD."

Adding an Internal Note

From the Reply Box

Open the ticket
Click the Note tab (next to Reply)
Type your note
Click Add Note

Keyboard Shortcut

Press N to switch to note mode
Type your note
Press Cmd/Ctrl + Enter to add it

Formatting Notes

Internal notes support basic formatting:

Bold - **text**
Italic - *text*
Code - backticks
Lists - start lines with - or 1.
Links - [text](url)

Mentioning Teammates

Use @mentions to get the attention of specific teammates or entire teams. When you mention someone, they receive notifications across multiple channels.

How to Mention

Type @ followed by a name
A dropdown appears showing matching Users and Teams
Select the person or team you want to mention
The mention appears highlighted in your note

Mentioning Individual Users

When you mention a user, they receive:

In-app notification - Appears in their notification inbox
Email notification - Sent to their email address
Slack @mention - If the ticket has a Slack thread, they're @mentioned in that thread

Example:

"@john Can you review this technical question? I'm not sure about the API limits."

Mentioning Teams

You can mention an entire team to notify all team members at once. This is useful when you need help from a specific group but aren't sure who's available.

Example:

"@Engineering We're seeing increased latency reports. Can someone investigate?"

When you mention a team:

Every member of that team receives notifications
Each team member gets in-app, email, and Slack notifications (if applicable)
Great for escalations or cross-team collaboration

Notification Channels

Channel	When It's Used
In-app notification	Always
Email	Always
Slack @mention	Only if ticket has an existing Slack thread

Note: Slack notifications require your organization to have Slack integration enabled and the ticket to have an existing Slack conversation thread.

Tips for Effective Mentions

Be specific - Mention the right person or team for the task
Provide context - Include enough information so they can help immediately
Avoid over-mentioning - Only mention people who need to see the note
Use team mentions for escalations - When unsure who should handle something, mention the relevant team

Note vs Reply

	Reply	Internal Note
Visible to customer	✓ Yes	✗ No
Sent via email	✓ Yes	✗ No
Visible to team	✓ Yes	✓ Yes
Changes ticket status	Optional	No
Best for	Responding to customer	Team communication

Best Practices

Be Specific

Write notes that provide clear value:

Good: "Customer is on the Enterprise plan, confirmed via billing system. They have 3 active integrations."

Less helpful: "Checked stuff."

Use for Sensitive Information

Never put sensitive team discussions in replies. Use notes for:

Pricing discussions
Escalation decisions
Customer risk assessment
Internal process details

Keep Notes Professional

Even though customers don't see notes, keep them professional. Notes are part of the ticket record and may be reviewed by managers or during audits.

Don't Over-Note

Add notes when they provide value. Not every action needs a note:

✓ "Escalating to engineering because this appears to be a bug"
✗ "I am now reading the ticket"

Use Notes During Handoffs

When someone else will take over:

Summarize the current status
List what's been tried
Note any commitments made to the customer
Mention relevant deadlines

Viewing Note History

All notes appear in the ticket timeline, clearly marked as internal. You can see:

Who added the note
When it was added
The full content

Notes cannot be edited or deleted after being added, maintaining a complete audit trail.

Notes in Reports

Internal notes are included when you export ticket data or view the full ticket history. This makes notes valuable for:

Training and quality review
Process improvement
Handling disputes or escalations
Knowledge transfer